Kingston Health (Hull)

Long waits and phone appointments only for children

I would rate this practice much lower if possible. The service here has declined significantly from what it used to be. This appears to be among the less effective practices in the area. On multiple occasions, I have felt let down by the care provided for my child. The clinical staff seem inexperienced and uncertain, often appearing confused about their own procedures and knowledge. The reception team lack enthusiasm and engagement with their role. It would be beneficial if staff chose positions they were genuinely committed to, as the current approach feels unprofessional and disappointing. I am also concerned about appointment availability. Despite being told there are limited slots available, I find it frustrating that in-person consultations for children are not routinely offered, with telephone assessments being the default approach for an extended period. Other practices manage to provide face-to-face appointments as standard. The reliance on remote consultations followed by prescriptions without proper in-person evaluation is problematic, particularly when follow-up calls are missed, leaving children without adequate support or pain relief. This approach feels dismissive and inadequate. I worry that this practice's current approach may eventually result in serious consequences for patients. Based on my own experiences and those of family members, I would encourage others to seek care elsewhere, particularly if you have children. Consider choosing a practice where staff demonstrate genuine commitment to understanding and caring for their patients.

Felt genuinely listened to and understood

I had an appointment today and I couldn't be more grateful. The clinician was incredibly kind, attentive and professional throughout the whole visit. They took the time to really listen to my concerns and explained everything clearly, which made me feel reassured and understood. I truly felt taken seriously and cared for. I highly recommend this practice to anyone looking for a knowledgeable and compassionate healthcare provider. I am really really grateful.

Felt genuinely listened to at every appointment

I've had a wonderful experience with my GP practice. The clinician I see is remarkably attentive, patient, and genuinely invested in understanding my health concerns. During each visit, I've felt heard, valued, and never pressured for time — which has been particularly helpful when discussing complicated health matters. They communicate in an accessible way, treat my worries with appropriate seriousness, and provide reassurance throughout my care journey. I really value their compassionate approach, professional manner, and the confidence they instil in me. I feel very grateful to have access to this level of care.

Receptionist wouldn't check computer for urgent appointment

Extremely disappointing experience. My mum developed a widespread skin condition and visited a pharmacy, where she was advised to seek urgent GP assessment. She attended the surgery promptly and described the situation to staff, showing them the affected area. The receptionist indicated that no appointments were available for several days. She was told she might possibly secure an appointment the following morning if she called at 8am, though this seemed uncertain. During the visit, the surgery appeared to have minimal staff present. Given that the NHS faces significant pressures, it's frustrating when a local practice seems unable to accommodate urgent cases. We are currently at an urgent care centre awaiting assessment and have decided to register with a different practice. This experience has been very unsatisfactory.

Helpful staff made my enquiries easy

Excellent medical practice with wonderful team members who are very helpful when addressing questions and concerns.

Phone queue kept dropping the line

I have had to call the GP surgery at opening time on multiple occasions, only to find myself in the queue system. On one instance, I was approximately fourth in the queue when the call disconnected. After redialling immediately, I was placed much further back in the queue. Beyond these telephone access difficulties, I have been frustrated that since late 2024 the clinical team has struggled to identify the underlying health concerns affecting my child, even though various investigations have been completed.

Doctor dismissed perimenopause concerns without listening

I felt dismissed when discussing my hormonal health concerns. Sinus and allergy issues can worsen during this life stage due to hormonal changes, which is well-documented and easily verifiable. I believe I may be experiencing sensitivity to certain hormones. When I raised concerns about bone health and the potential protective benefits of hormone therapy, I felt my concerns were not taken seriously. The clinical staff member I consulted was more empathetic, but the clinician I saw appeared to lack familiarity with this area. Additionally, I feel my current medication level may benefit from adjustment.

Reception staff attitude needs improvement

I have to say the team are usually wonderful and very supportive, displaying great professionalism, but on this occasion I encountered a member of reception staff who came across as discourteous, curt and unhelpful. What was particularly concerning was the manner in which they interacted with other patients in the waiting area. It seems inappropriate for someone in such a visible frontline role to conduct themselves in this way. I should mention that the wider team at the practice are generally excellent. I was also disappointed with a clinician who assessed my son and felt they missed an opportunity to provide more thorough care during the appointment.

Long phone queues and no callback service

I would give zero stars if possible due to my experience with the callback system. I was significantly far back in the queue when I called at the scheduled time, which I found frustrating. Unfortunately, I did not receive a callback as expected. I have experienced multiple issues with this service over time and feel the quality does not match what should be provided.

Reception staff dismissive during difficult family situation

I had a very negative experience at this surgery. I found the consultation to be unsatisfactory, with what I perceived as an unhelpful attitude. I felt there were unfounded concerns raised regarding a family member's care situation.

Reception told me to find another surgery

It's disappointing that after many years as a patient I feel the need to find a different practice, as I was informed by reception staff that the surgery does not have a clinician specialising in a particular health concern I'm experiencing, nor do they offer a dedicated clinic for this issue. I was advised to seek support elsewhere as the practice operates as a general practice only. I appreciate the care I received previously and wish the practice well going forward. I am now searching for a surgery that may be better equipped to support my current healthcare needs.

Reception staff lack basic professionalism and courtesy

I would give no stars if possible, as I found the staff conduct deeply disappointing. This practice has experienced a significant decline, particularly regarding the reception team. The receptionists come across as discourteous and appear to take satisfaction in making patients feel uncomfortable at the desk. I have witnessed other patients becoming visibly upset due to their interactions with reception staff. They seem to lack professionalism and have been observed discussing patients' confidential matters loudly within earshot of other waiting patients. When one receptionist was asked to speak more quietly, she responded dismissively, indicating this was simply her manner. This approach seems inappropriate for a general practice setting. The practice was previously known for being caring and supportive, with staff who demonstrated helpfulness and professionalism. There is a noticeable contrast with how things are now.

Reception staff weren't helpful at all

The reception staff were unhelpful and I would not recommend this practice based on my experience.

Staff worked hard to resolve my problem

The team demonstrates considerable effort in attending to all patients and addressing any concerns that arise.

New patient welcomed with helpful phone support

I'm a new patient at this practice and from my initial contact through to my visit, the team have been wonderful and very supportive. One team member in particular stood out for being exceptionally organised and approachable. I can genuinely recommend this medical practice.

Phone queue left us without support

My husband attempted to book an appointment recently and spent considerable time on hold during morning hours, only to be informed that nothing was available. Despite explaining his serious health condition, he felt the response lacked support and understanding. The reception staff did not appear helpful or accommodating to his needs. This experience has left us disappointed with the service provided, and we have decided to seek care elsewhere.

Impossible to reach by phone for prescriptions

Whenever I try to call, nobody picks up. I simply need to request a repeat prescription since the NHS app isn't working for me! I've tried calling multiple times. This morning I phoned and was placed tenth in the queue just to order a prescription. On a previous occasion when I couldn't get through by phone, I had to drive to the surgery in person to arrange an appointment since calls weren't being answered. When I arrived, I felt the reception area wasn't being adequately staffed to handle incoming calls. I find this level of service quite disappointing.

Couldn't get an appointment when needed

Extremely disappointing experience overall. I felt misled about appointment availability, as I struggled to secure a slot and observed the facility appeared underutilised. The staffing levels seemed inadequate for the area served. I would caution others that accessing care here is challenging, and I found myself relying on alternative resources for health information instead.

Reception staff weren't helpful or friendly

The service provided fell short of expectations, and the staff were unhelpful throughout my visit.

Phone queues make getting through nearly impossible

I work full time and waiting over 20 minutes repeatedly to reach someone is virtually impossible... I still haven't managed to get through! Should I just visit in person or will that be another wasted trip - again? I have been with this surgery for nearly 30 years - one particular clinician has been excellent 👏... all GP surgeries seem similar nowadays and I appreciate that the reception team are likely doing their best. Why is it so difficult to answer the phone? Perhaps there are staffing challenges?